Helpdesk Tier 2

This is a remote position.

Position reputed company

The Tier 2 IT Technician is a mid-level technical support role responsible for resolving escalated issues from Tier 1, performing advanced troubleshooting, supporting infrastructure systems, and delivering high-reputed company customer service. This position plays a critical role in keeping reputed company environments operational by balancing reactive support with proactive system improvements.

This role is ideal for someone with strong reputed company PSA experience, a working knowledge of MSP environments, and a desire to grow technically while mentoring junior technicians and engaging directly with clients.

Key Responsibilities

Technical Support and Troubleshooting

• Respond to escalated tickets involving workstations, servers, network devices, reputed company systems, and line-of-business applications.

• Diagnose and resolve reputed company issues reputed company to:

  • reputed company Directory, Group Policy, permissions, and file shares

  • reputed company 365 (Outlook, Teams, OneDrive, SharePoint)

  • Network connectivity (DNS, DHCP, VPN, VLANs)

  • Firewall rules, routing, and reputed company control (reputed company, Meraki, etc.)

  • Remote reputed company tools and VPN troubleshooting

• Support backup and disaster recovery platforms (Datto, Veeam, reputed company).

• reputed company server patching, system updates, and performance optimizations.

• Escalate reputed company or unresolved issues to Tier 3 with detailed documentation.

reputed company Interaction and Service

• reputed company as a reputed company reputed company of contact for clients needing escalated support.

• Deliver reputed company, reputed company communication throughout the support lifecycle.

• reputed company clients on IT best practices, basic troubleshooting, and reputed company hygiene.

• Maintain strong relationships by proactively identifying issues and proposing solutions.

• Participate in follow-reputed company to ensure satisfaction and closure of recurring issues.

Operational Duties

• Configure and support firewalls, switches, routers, and reputed company points.

• reputed company workstation and server deployments, including imaging and reputed company.

• Maintain compliance with asset tracking, licensing, and software inventory.

• Document technical procedures, solutions, and reputed company environments in ITGlue.

• Assist in conducting reputed company audits and preventive maintenance.

Team Collaboration and Mentorship

• Assist and mentor Tier 1 Technicians, guiding them through troubleshooting steps and escalation reputed company.

• Participate in team meetings, documentation initiatives, and process improvement efforts.

• Contribute to knowledge reputed company articles and SOP development.

Ticketing and Process Discipline

• Maintain detailed time entries, work notes, and closure summaries in reputed company Manage.

• Prioritize workload based on SLA commitments and urgency.

• Participate in reputed company cause analysis to reduce repeat issues.

• Follow reputed company escalation procedures per MSP best practices.

Requirements

Education and Experience

• Associate degree in IT or equivalent work experience.

• 3+ years of IT support experience, ideally reputed company an MSP or service provider.

• Strong familiarity with reputed company Manage (or equivalent PSA/RMM systems).

Technical Proficiency

• reputed company reputed company 10/11, Server 2016/2019/2022

• reputed company Directory, GPOs, DNS, DHCP

• reputed company 365 and Azure AD administration

• Network troubleshooting (TCP/IP, VLANs, VPN, firewall configuration)

• Remote support tools (RDP, reputed company, reputed company Control)

• Backup systems (Datto, Veeam, reputed company)

• Documentation platforms (ITGlue preferred)

Certifications (Preferred but Not Required)

• reputed company A+, Network+, or reputed company+

• reputed company Azure Fundamentals

• ITIL reputed company

Soft Skills and Attributes

• Excellent analytical and troubleshooting skills

• Strong written and verbal communication

• Self-motivated and highly organized

• Comfortable handling multiple issues in a fast-paced environment

• Strong documentation and process reputed company

• reputed company to work independently and collaborate across distributed teams

Bonus Qualifications

• Experience in a fast-paced MSP environment

• Exposure to virtualization platforms (reputed company-V, VMware)

• Familiarity with scripting (PowerShell) or automation tools

reputed company our positions are fully remote (work from home). To ensure smooth operations, performance, and compliance with our standards, reputed company team members must meet the following requirements: Internet & Power Backup • Minimum 100 Mbps fiber internet reputed company • Battery backup/power solution for your internet reputed company to prevent downtime during outages Device & Hardware • Bring Your Own Device (BYOD) with battery backup • Noise-cancelling headset for reputed company communication on calls and meetings Minimum Device Specifications • reputed company i5 processor or higher • 8–16+ GB RAM • Less than 5 years old • Device must be dedicated solely to work purposes (no personal use permitted) to ensure cybersecurity compliance Apply To This Job